Question 1

By exceeding expectations and _________,a salesperson helps ensure repeat business.​

Accepted Answer

The answer of By exceeding expectations and _________,a salesperson helps...

Question 2

Which of the following questions must a salesperson ask when developing a service strategy?​
A)​How do customers rate us in terms of their expectations?
B)What can we sell to the buyer in addition to the products already being bought?​
C)Can we reduce product prices in order to gain more customers?
D)How do customers rate our products?​
E)How do we compete with our competitor's prices?​

Accepted Answer

Understanding customer expectations is crucial in developing a service strategy to meet those expectations. This will help the salesperson tailor their approach and offerings to meet the needs and preferences of the customer, ultimately leading to increased satisfaction and sales. The other options are not as relevant to developing a service strategy.

Question 3

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.​

Accepted Answer

The answer of An organization's dedicated and proprietary computer network...

Question 4

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.​

Accepted Answer

The answer of A(n)_________ refers to proprietary computer networks created...

Question 5

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.​

Accepted Answer

The answer of _________ are brief moments that occur whenever...

Question 6

Customers expect:​
A)​to have to deal with surly salespeople.
B)salespeople to deliver service consistently.​
C)salespeople to forget them once the sale is done.
D)salespeople to ask for references.​
E)salespeople to not be personally accountable for desired results.​

Accepted Answer

Customers have an expectation that salespeople will consistently deliver good service. This means that salespeople need to be accountable and consistent in their efforts to build and maintain customer relationships. Surly salespeople, forgetting customers after the sale, and failing to ask for references are all behaviors that do not meet customer expectations. Additionally, salespeople need to be personally accountable for achieving desired results, as this is key to building trust and credibility with the customer.

Question 7

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.​

Accepted Answer

The answer of A(n)_________ is a system that dynamically links...

Question 8

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​
A)​not have resolved the issue until he or she had the whole story.
B)have been more empathetic to Mathew's situation.​
C)have asked Mathew more questions.
D)have agreed to Mathew's demands at the start of the conversation.​
E)have asked Mathew to speak to his supervisor.​

Accepted Answer

Despite agreeing to resolve the issue, the customer service agent acted indifferently towards Mathew's problem. This behavior is likely to leave a negative impression on the customer, who is already dissatisfied. Therefore, the customer service agent should have been more empathetic to Mathew's situation to ensure the customer feels valued and their problem is taken seriously.

Question 9

Anthony,a purchasing agent for a hospital,finds several items missing from a shipment that the hospital received from one of its suppliers.Anthony speaks with a customer service representative who is very friendly and helpful.Anthony calls the supplier again the next day but talks to a different customer service representative who is not as friendly or helpful.Which of the following describes the problem the supplier has with customer service?​
A)​It is difficult to train customer service representatives.
B)The quality of service provided is inconsistent across customer service agents.​
C)The first customer service representative set unrealistic expectations.
D)The first customer service representative needs more training.​
E)The first customer service representative is not qualified enough to help buyers.​

Accepted Answer

The problem with customer service is that the quality of service provided is inconsistent across customer service agents, as one representative was helpful while the other was not. The other options do not accurately reflect the issue presented in the scenario.

Question 10

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.​
A)​collaborative involvement
B)service motivation​
C)resilience
D)service quality​
E)​reliability

Accepted Answer

In markets where core products are similar, companies focus on service quality to stand out and retain customers, as it enhances customer satisfaction and loyalty.

Question 11

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.​

Accepted Answer

The answer of According to the specific components designed for...

Question 12

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.​

Accepted Answer

The answer of Meetings in which a salesperson encourages a...

Question 13

The four sequential components of effective follow-up include interact,_________,know,and relate.​

Accepted Answer

The answer of The four sequential components of effective follow-up...

Question 14

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?​
A)​The best way to build long-term relationships is to offer the lowest price.
B)The best way to build long-term relationships is to offer superior service quality.​
C)Competing on price produces customers who are loyal and easy to keep.
D)This sort of competitive environment is rare.​
E)Service quality includes salespeople promising to exceed customer expectations.​

Accepted Answer

When the products being sold are similar to those of competitors, offering superior service quality can be the key to building long-term relationships with customers. This includes providing exceptional customer service, being responsive to customer needs, and offering solutions and support beyond just the product. Competing on price alone may attract customers, but it doesn't create loyalty or guarantee repeat business.

Question 15

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.​
A)​indifference
B)motivation​
C)resilience
D)apathy​
E)diligence​

Accepted Answer

Resilience is the ability to remain composed and focused in the face of adversity. This is particularly important when dealing with difficult customers and complaints, as it allows the salesperson to stay on task and find a resolution to the issue. Indifference and apathy are not desirable traits for a salesperson, as they can come across as uncaring and may turn customers off. Motivation and diligence are also important, but resilience is particularly crucial in difficult situations.

Question 16

One of the ways to ensure customer satisfaction is to _________ and monitor installation.​

Accepted Answer

The answer of One of the ways to ensure customer...

Question 17

_________ is the process of improving a product or service for the customer.​

Accepted Answer

The answer of _________ is the process of improving a...

Question 18

Which of the following is the most important dimension of customer service?​
A)​Communication
B)Critical encounters​
C)Resilience
D)Service motivation​
E)Anticipation​

Accepted Answer

Communication is the most important dimension of customer service as it is the key to understanding and meeting customer needs and expectations. Effective communication helps in building strong relationships with customers, resolving their issues, and enhancing their overall experience with the company.

Quiz 9: Expanding Customer Relationships

By exceeding expectations and _________,a salesperson helps ensure repeat business.​

Which of the following questions must a salesperson ask when developing a service strategy?​

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.​

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.​

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.​

Customers expect:​

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.​

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:​

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.​

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.​

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.​

The four sequential components of effective follow-up include interact,_________,know,and relate.​

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?​

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.​

One of the ways to ensure customer satisfaction is to _________ and monitor installation.​

_________ is the process of improving a product or service for the customer.​

Which of the following is the most important dimension of customer service?​

By exceeding expectations and _________,a salesperson helps ensure repeat business.

Which of the following questions must a salesperson ask when developing a service strategy?

An organization's dedicated and proprietary computer network offering password-controlled access to people within and outside the organization is referred to as a(n)_________.

A(n)_________ refers to proprietary computer networks created by an organization for use by the organization's customers or suppliers and linked to the organization's internal systems,information databases,and intranet.

_________ are brief moments that occur whenever a customer comes into contact with a salesperson,the training staff,installers,field engineers,or service personnel and has an opportunity to form an impression.

Customers expect:

A(n)_________ is a system that dynamically links buyers and sellers into a rich communication network to establish and reinforce long-term,profitable relationships.

Mathew has called the customer service department of one of his suppliers to make a complaint.The customer service agent acts indifferently toward Mathew's problem but agrees to resolve the issue.In this scenario,the customer service agent should:

In markets where it's hard to differentiate the core products,more and more companies are turning to _____ as a strategy to acquire and maintain customers.

According to the specific components designed for effective salesperson follow-up,_________ refers to the salesperson applying relevant understanding and insight to create value-added interactions.

Meetings in which a salesperson encourages a buyer to discuss tough issues,especially in areas where the salesperson's organization is providing less-than-satisfactory performance,are called _________.

The four sequential components of effective follow-up include interact,_________,know,and relate.

For many salespeople,the core products that they are selling provide the same features and benefits as those of their competitors.Which of the following statements is true regarding this sort of competitive environment?

A salesperson should not lose his or her cool when dealing with customer complaints and difficult customers,but must display _____.

One of the ways to ensure customer satisfaction is to _________ and monitor installation.

_________ is the process of improving a product or service for the customer.

Which of the following is the most important dimension of customer service?